Zuber Shaikh

 Shaikh Zuber Shabbir Ahmed Contact #- -Resume Career objectives I am looking forward to an environment that is intellectually stimulating, that values personal integrity, merit & provides opportunities of professional & personal growth. Work Experience: GEBBS Health Care Solution Working as Quality Leader Assurance from 11th January 2016 till date Role’s and Responsibility handle: Manage day-to-day activities with the team. Respond to clients on any process related queries and manage 1st level escalations. Perform quality check on the A/R follows or EOB denial analysis work done by the team before it is sent to the clients. Monitoring and managing work flow and daily targets to assure timely delivery of agreed SLA’s. Tracking and maintaining metrics for a variety of data includes attendance, productivity, etc. Develop processes to improve productivity and quality of the team. Identify trends within the portfolio to aid collections and improve the productivity. Work with managers to resolve any personnel problems or conflicts that may arise in the team. Handling QA’s in total 28 QA’s Understanding the process in term s of quality perspective and provide support to process owner Maintaining the quality score as per the SLA and Audits Handling Client call on Quality part & Calibration Identifying process gaps, Training needs & coaching the QA’s Maintaining Document of Understanding and verifying Having Weekly and monthly review with Operations on Quality Sign offs on SOP ,DOU and updated tracker from Client and CRM Handling Conflicts in Team Providing Support to Team Working closely with Manager on issue and project Conducting ATA (Audit the Auditor) with Team Conducting Certification of New Joiners in both Ops and QA Team Handling and visiting different Location on Quality part Governance on Bottom Quartile Management Action on RCA provided by QA Team Solving query of agent and giving floor support. Responsible for the quality of the team. Conducting training and test for the team monthly. Sending Quality Report daily across the board. Interacting with client and calibrating on scenarios. Maintaining Document of Understanding INVENTURUS KNOWLEDGE SOLUTION PVT. LTD Working as Specialist (& OJT Coach) from September 2014 till January 2016. Conduct Training on Process Specifics, Provider’s Software Navigation & Floor Monitoring during agent’s OJT period. Doing data Audits and SBS (Side by Side) for OJT batches and giving feedback for the same. Updating Attendance, Query Tracker, Process Update Tracker, Inventory Management & Trends ‘finding on denials. Playing role of Intermediate between Training and Operation team to solve agent’s queries & driving team’s Quality & Production. Conduct timely follow-up with insurance company to obtain correct claim status on Paid, Denied & No response claims through Call or web check & working as per the provider’s update on underpaid, denied claims & appeals. Verifying patient's insurance coverage & demography corrections WIPRO LTD (Airoli) Worked as Senior Associate from Oct 2010 till Nov 2013 Handling queries from a leading US based Health Care Insurance co. (United Health Care) Providing FCR (First call resolution) Monitoring calls and delivering reports to higher Authorities with candidates who needs more coaching on Areas of improvements and process related Knowledge Meetings Client requirements like CSAT, CPMs and all other Targets Calling back customers who need a resolution and is promised a callback so that could deliver 100% satisfied service Floor walking the OJT Team Follow-ups daily on customer base required Adhering to company policies and procedures Received Awards and recognition for the same Previous Experiences Worked with the Family Transport Business from March 2007 till July 2010. Arranging vehicles for tours as per client requirement for Airport and Hotels. Maintaining employee register (Attendance, Payments & all other facilities). Maintaining of Vehicles like servicing, travel pass, receipts & payments. Mc Donald’s (Phoenix) Worked as a Training Squad in McDonald’s - Phoenix from May 2002 till March 2007. Training the crew members as per McDonalds Standard Procedure. Maintaining observation checklist for the entire crew member. Working on the counter as a Cashier / Assembler & Service in charge. Doing Customer care and creating positive relations with the customer. Arranging birthday parties, annual parties and occasional parties for children. Handling customer complaint-quickly and effectively. Taking orders and doing suggestive selling & sell up. Making customer feels welcome by ensuring Quality, Service & Cleanliness. Working as a production caller in the kitchen and maintaining the Discipline, Rules, Veg and Non - Veg stations solely. Education: Graduated in April 2005 From Mumbai University (Kalina University). Passed H.S.C in Feb 2000 From Mumbai Board Bandra Junior College. Passed S.S.C in March 1998 from Mumbai Board Father Agnel Technical High School. Diploma in Advanced Computer Application. Certified from IBMI (Berlin- Germany) for Leadership and Team Development. Certified from IBMI (Berlin- Germany) for Strategy and Operations. Personal Details: ADDRESS: 102, A - Wing, New Sana bldg, Parivar Hotel Lane Near Sana masjid, Poonam Sagar Complex Miraroad (E) 401107 Date of Birth: 6th October 1980 Marital Status: Married Passport No.: U- Languages known: English, Hindi, Marathi. Zuber Shaikh